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Case study • ticketing and cloud PBX for a coach operator (Poland)

How Follow me! improved passenger service with ticketing and a cloud PBX from Debesis

Follow me! is a growing transport company that has offered passengers comfortable and safe travel for almost 30 years — Szczecin–Berlin transfers, airport connections and minibus and coach hire. When request handling could no longer keep up with the business, the company rolled out a ticketing system for email requests and an advanced hotline on the Debesis cloud PBX.

Industry: passenger transport
Scale: Szczecin–Berlin transfers, airport connections, minibus and coach hire
Solution: ticketing + cloud PBX on existing SIP accounts
Book a consultation See the ticketing system
Project summary

Calls and requests in one place — without replacing infrastructure

The Debesis team analysed the processes at Follow me! in detail and designed a solution for the company’s specific needs: a ticketing system for email requests and an advanced hotline on the Debesis cloud PBX.

Flexibility proved key — the system was integrated with the SIP accounts Follow me! already had, without replacing the existing telecom infrastructure. Since then all calls are handled and recorded in one place, and the team works in one convenient interface instead of switching between tools.

About the customer

Follow me! — almost 30 years on the Szczecin–Berlin route

Follow me! is a growing transport company that has offered its passengers comfortable and safe travel for almost 30 years. It specialises in transfers between Szczecin and Berlin, airport connections and minibus and coach hire.

With a modern fleet, experienced drivers and high service standards, Follow me! has earned a reputation as one of the most trusted operators in the region. Customers value its punctuality, flexibility and individual approach — private travellers and business clients alike.

Context and challenge

The challenge: request handling could not keep up with the business

As the business grew quickly, request handling could no longer keep pace with the scale of operations. Mailboxes were overloaded, there were no statistics or data on phone calls, and customers calling the hotline heard no announcements while waiting to be connected.

As a result response times grew longer and staff had few tools to organise the team’s work.

Why Debesis

The solution: reply templates and one interface for the team

The system was intuitive enough for staff to work comfortably from day one. The key improvement was a library of ready reply templates. With them the team replies quickly and professionally to recurring passenger questions — about timetables, luggage or booking changes — without writing every email from scratch.

This is what contributed most to saving working time.

Key benefits

Results after three months

Within the first three months after go-live the results were clear:

  • Average email response time fell by 60%
  • Call answer rate rose by 35%
  • Average hotline wait time fell from 2 minutes to just 40 seconds
Emails and calls land in one Debesis system; results: response time 60% shorter, answer rate up 35%, wait time down from 2 minutes to 40 seconds

Smart notifications tell staff about new requests even when they are not logged in — no enquiry is lost after hours. This adds transparency and gives the Follow me! team confidence that nothing is overlooked. Customers also receive a confirmation when their request is registered and a notification for every reply, so they always know where their case stands.

“The biggest change for us was bringing order to the whole customer service process. As the person managing the team, I have full visibility of request volumes, staff workload, resolution times and the performance of the whole department, so we decide based on data, not guesswork. Ready reply templates have cut the time spent on recurring questions and let the team focus on more demanding cases. For staff, it is valuable to prioritise requests easily, pass them between colleagues and see the full communication history with each customer. We also manage two teams in one system, and the administrator account gives full transparency and control over the whole process.” (translated from Polish)

— Renata Nowicka, Business Travel Manager, Follow me!
Summary

Summary

Debesis gave the company Follow me! a tool that not only took real pressure off the team day to day but also lets it respond to passengers even faster — a perfect complement to the high service standards the operator is known for.

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